Technical Support Specialist - M&S SERG

Apex Systems; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work flexibility

Job summary

Apex Systems is seeking a senior Operational Support Specialist to resolve complex banking issues for a Top 5 Bank in Downtown Toronto, with hybrid work flexibility. The role focuses on deposit accounts, transactions, policies, and processing rules, and requires extensive domain knowledge.

The position is 6-12 months contract-to-hire and involves collaboration with Production Support to investigate incidents and provide escalation coverage, including on-call support as needed.

Qualifications

• 10–15+ years in branch processing or senior help desk roles.
• Deep knowledge of deposit accounts and core banking operations.
• Experience with mainframe, policy interpretation, and data analysis.

Responsibilities

• Investigate advanced branch and customer escalations.
• Analyze deposit-account and transaction histories.
• Interpret banking policies, procedures, and processing rules.
• Resolve interest-calculation and transaction discrepancies.
• Review inquiries, files, and account data.
• Determine whether issues are caused by policy, data, process, or technology.
• Partner with technical production-support teams where required.
• Document investigation findings and resolutions.
• Support a high-volume service-request environment.
• Participate in on-call support as required.

Skills

Banking operations expertise

Analytical skills

Communication skills

Policy data interpretation

Education

Bachelor's degree in Finance/IT or related field

Tools

Mainframe

SQL

ServiceNow

Data querying

Job description

• Production-support experience.

Job#: 3047256

Job Description

Technical Support Specialist - M&S SERG

Client: Top 5 Bank

Location: Downtown Toronto, ON

Hybrid/Onsite: Remote with flexibility hybrid

Engagement Type: 6-12 month contract-to-hire

Position Overview

A financial-services organization is seeking a senior operational support specialist to resolve complex customer- and branch-related banking issues involving deposit accounts, transactions, policies, and processing rules.

Specific Functions of This Role

• Provide escalation point for service requests impacting customer related issues (not system/technical related)
• Understand and interpret policies and data (via inquiries and files) to resolve branch/customer issues about operational activities (i.e. credit interest calculations, transaction error interpretation, etc)
• Work closely with Production Support team to resolve incidents requiring investigation and analysis of account/transaction scenarios
• Support on-call as needed

Responsibilities

• Investigate advanced branch and customer escalations.
• Analyze deposit-account and transaction histories.
• Interpret banking policies, procedures, and processing rules.
• Resolve interest-calculation and transaction discrepancies.
• Review inquiries, files, and account data.
• Determine whether issues are caused by policy, data, process, or technology.
• Partner with technical production-support teams where required.
• Document investigation findings and resolutions.
• Support a high-volume service-request environment.
• Participate in on-call support as required.

Qualifications

• In-depth knowledge of core banking processing, transactions and proven analytical skills
• 10 - 15+ years of branch processing, with focus on deposit accounts, analysis of production issues or senior help desk experience
• Knowledge of mainframe environment or coding are assets
• Deep deposit-account and core-banking operations knowledge.
• Branch banking, deposit operations, or senior help-desk experience.
• Strong transaction analysis and customer-issue resolution.
• Ability to interpret complex policies and account data.
• Strong analytical, organizational, and communication skills.
• Experience handling escalated or high-impact cases.
• Strong analytical skills for complex problem solving
• Detail oriented with strong organizational skills

Preferred Qualifications

• Mainframe exposure.
• SQL or data-querying exposure.
• ServiceNow.
• Production-support experience.
• Banking operations leadership.

Success profile

The successful candidate is a banking-operations expert who uses data, policy knowledge, and transaction analysis to solve difficult issues that front-line teams cannot resolve.

EEO Statement

Everforth Apex Systems is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Everforth Apex Systems will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Benefits Overview

In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

EEO Statement

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address).